Arianna Gallardo

LEAD DAILY OPERATIONS FOR A LUXURY FITNESS AND WELLNESS DEPARTMENT, ENSURING FLAWLESS EXECUTION AND ELEVATED GUEST INTERACTIONS. • DIRECT AND MENTOR TEAM MEMBERS, OVERSEEING RECRUITING, ONBOARDING, AND CONTINUOUS TRAINING. • MANAGE SCHEDULING, LABOR CONTROLS, AND TIMEKEEPING TO ENSURE OPTIMAL COVERAGE AND SERVICE FLOW. • OVERSEE VENDOR RELATIONS, INVENTORY, AND ASSET PROTECTION TO MAINTAIN PREMIUM FACILITY STANDARDS. • UPHOLD LUXURY SERVICE EXPECTATIONS THROUGH CONSISTENT PRESENCE, COACHING, AND FLOOR LEADERSHIP.

GUIDED A +25-MEMBER TEAM IN DELIVERING ULTRA-HIGH-TOUCH, DISCREET SERVICE ALIGNED WITH LXR LUXURY STANDARDS. • CONDUCTED REAL-TIME COACHING, LQA-STYLE AUDITS, AND IMMERSIVE SERVICE TRAINING TO ELEVATE CONSISTENCY. • DESIGNED BESPOKE VIP ITINERARIES AND STAY JOURNEYS, FROM PRE-ARRIVAL PERSONALIZATION TO POST-DEPARTURE FOLLOW-UP. • PARTNERED CROSS-FUNCTIONALLY WITH CONCIERGE, FRONT OFFICE, AND RESORT OUTLETS TO ENSURE SEAMLESS EXECUTION. • PROTECTED BRAND INTEGRITY THROUGH COMP-COMPLIANCE, EXPENSE MANAGEMENT, AND DEFECT PREVENTION. Assists with situations regarding high-profile casino and VIP guests. Assist and process butler reservation rooms and in-suite arrival process. Meet and greets at portecochère conducts hotel escorts Conducts shift rounds to include inspection of all applicable Public Areas, front desks and support all departments Manages compensation and consistently documenting issued compensation in Amadeus and Opera Conducts daily room inspections Closes open folios

DEVELOPED AND MOTIVATED VIP AGENTS TO DELIVER REFINED, GUEST-CENTRIC SERVICE FOR HIGH-PROFILE CLIENTELE. • FOSTERED LONG-TERM GUEST RELATIONSHIPS, TAILORING EXPERIENCES TO STRENGTHEN LOYALTY AND RETENTION. • ANALYZED GUEST PLAY PATTERNS TO SUPPORT CASINO PROFITABILITY WHILE PROTECTING SERVICE EXCELLENCE. • MANAGED ROOM BLOCKS, HOST ACCOMMODATIONS, PREMIUM AMENITIES, SPECIAL ACCESS, AND HIGH-PRIORITY REQUESTS. • ENSURED ACCURATE A/R RECONCILIATION THROUGH DILIGENT FOLLOW-UP AND ISSUE RESOLUTION.

• Contribute to a luxurious guest experience through front office function, i.e. arrival, departure, general inquiry, etc. • Responsible for processing registration for upwards of 75+ guests per day, offering opportunities to upgrade, book into excursion/wellness/entertainment packages with our Concierge to drive revenue and enhance the guest experience. • Manage cashiering functions, ensuring discrepancy-free cashiering for credit, cash, and complimentary accounting functions, ensuring all accounts are in balance. • Maintain knowledge of hotel occupancy, special events, and in-house groups to anticipate guest needs and proactively prepare the registration desk for such events

• Drive revenue and brand awareness through sales and marketing functions, creating reservations, educating guests on property offerings and maintaining a complete knowledge of amenities, products and services offered. • Manage a full-service contact center, ensuring minimal call abandonment with maximum conversion. • Partner with the Front Office team to ensure synergy and a seamless arrival or departure experience to enhance the guest experience.

• Cultivate relationships with premium casino guests, targeting new and repeat business through phone calls, email marketing, and direct contact to engage with the property. • Utilize GEMFIRE to build a book of business for new and prospective customers, ensuring daily call goals are met. • Verify and confirm room reservations, amenity requests, entertainment, meal, and transportation requests are secured for premium guests.

• Partner with multiple departments to ensure guest satisfaction: pre-blocking guests based on special requests or VIP status, manage a queue and influence wait times, correspond with guests to advise their accommodations are ready, coordinate room changes and complete express departures. • Responsible for collaborating with Engineering and Housekeeping to manage OOO and OOS inventory, • Ensure appropriate par levels for rollaway beds, medical refrigerators, and other guest items, arranging special requests accordingly. • Revise guest accounts for extensions, early departures or various other revisions while providing support to the Front Office team. Rebranded, renovated and opened Park MGM. Monitor the Suite count to ensure the drive and capture of the most revenue Maximize room revenue and occupancy by effectively controlling availability Assisted in Building and training the Rooms Coordinators team

• Work with Convention Services Managers and Convention Desk to ensure all appropriate information is communicated to the Front Office in a timely manner, to better prepare for group arrivals and departures. • Review group resumes and ensure that all contractual concessions are upheld during the group’s program. • Compile requested daily reports for in-house groups, ensuring transparency in blocks, inventory and guest accounts. • Maintain all master accounts while Convention groups are in-house by completing necessary billing revisions. • Attend Pre-Convention meetings to review details for all upcoming Convention groups.